Service Desk Opportunities (All Levels)

About Us

NYSTEC is a nonprofit technology consulting company, advising agencies, organizations, institutions, and businesses since 1996. We're independent and vendor-neutral, so we have our clients' best interests at heart. At NYSTEC, we know that we succeed when individuals and teams flourish personally and professionally, so our benefits and perks support that mindset.

Service Desk Opportunities (All Levels)

Interested in future service desk roles? We're always eager to connect with talented professionals. This posting is intended to identify and engage potential candidates in advance of hiring needs as we anticipate continued growth across our Service Desk team. Applications will be reviewed regularly, and qualified candidates will be contacted when a role becomes available.

At NYSTEC, service desk professionals serve as the go-to resource for employees seeking IT support and play a critical role in maintaining a secure, modern, and reliable technology environment. Across experience levels, team members troubleshoot technical issues, manage service requests, support user access and onboarding, and contribute to continuous service improvement. More experienced professionals may also provide mentorship, operational oversight, and guidance to ensure effective daily service desk operations.

These roles can be based out of either our Albany or Rome, NY offices. While regular onsite presence is required to support business needs, there will be some opportunity for remote flexibility.

Key Responsibilities

Responsibilities may vary based on experience and organizational needs but typically include:

• Respond to user inquiries and technical issues via phone, email, chat, or NYSTEC's internal ticketing system
• Diagnose and resolve hardware, software, network, and end-user issues, providing clear, step-by-step guidance and leveraging remote support tools as needed
• Manage user accounts, access permissions, and licensing, including onboarding and offboarding activities
• Process requests for new software, system access, and other IT-related services in a timely manner
• Escalate complex or unresolved issues to higher-level IT support or specialized teams as appropriate
• Maintain accurate documentation of support interactions and contribute to internal knowledge base articles
• Track, prioritize, and resolve help desk tickets in alignment with service expectations
• Maintain inventory and asset management records for devices, hardware, and software
• Collaborate with Corporate Information Security (CIS), Business Information Systems (BIS), and the IT Project Management Office (PMO) to support a secure and modern workplace strategy
• Contribute to service reporting, performance metrics, process improvements, and, as applicable, team mentorship and operational coordination

Qualifications

Qualifications will vary by level, but generally include:

• Experience in a service desk, IT support, or help desk environment (commensurate with role level)
• Strong understanding of computer hardware, software, networks, and operating systems
• Ability to troubleshoot technical issues and provide clear, step-by-step user guidance
• Excellent communication and customer service skills, with patience and professionalism in supporting end users
• Strong documentation, organizational, and critical thinking skills
• Proficiency with Microsoft applications (e.g., Azure, Project, PowerPoint, Word, Excel, Outlook, Visio, SharePoint) or equivalent

Preferred Qualifications

• Knowledge of IT service management (ITSM) best practices or ITIL principles
• CompTIA A+, Microsoft 365 Fundamentals, ITIL Foundation, or similar certifications (or ability to obtain)
• Experience with ticketing systems and service reporting tools
• Experience mentoring team members or supporting service desk operations

Education and Experience

• Associate degree in IT or a related field and relevant IT support experience
• An equivalent combination of advanced education, training, and experience will be considered

Service desk professionals span a variety of levels based on experience, skills, and organizational needs. Anticipated opportunities may fall within a salary range of approximately $60,407 - $83,059+ per year, depending on level. When determining compensation, we analyze and carefully consider several factors, including position level, skill set, experience, location, and job-related qualifications.

It is NYSTEC's policy to provide equal employment opportunity (EEO) to all individuals, regardless of actual or perceived race, color, creed, religion, sex, or gender (including pregnancy, childbirth, and related medical conditions), gender identity or gender expression (including transgender status), age, national origin, ancestry, citizenship status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, military service and veteran status, sexual orientation, marital status, or any other characteristic protected by local, state, or federal laws and ordinances. NYSTEC is strongly committed to this policy and believes in the concept and spirit of the law.

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please contact recruitment@nystec.com if you require a reasonable accommodation to apply for or to perform this job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

Applicants must be authorized to work in the United States without the need for visa sponsorship now or in the future.

Learn more about NYSTEC by visiting www.nystec.com.